RETURNS POLICY

Instructions for requesting a return can be found here

(FAQs > Returns > How do I request a return?)

Note: At this time, we do not offer exchanges.

1. This Policy

1.1. Hey Sheila LLC (ABN 37 599 359 411) trading as Sheila the Label (us, we or our) wants to support its customers (you or your) by allowing for change of mind returns on products purchased from us online on the terms set out in this Policy.

1.2. If you would like to return your item for any other reason (other than a change of mind return), please request a return through your online account or contact our Customer Team by email at returns@sheilathelabel.com. Our Customer Team will then review your request.

1.3. For customers in Australia: Nothing in this Policy is intended to derogate from your rights under the Australian Consumer Law.

2. Change of Mind Returns

2.1. If you would like to return an item for a change of mind, you must:

(a) within 14 days from the date on which the item is confirmed as delivered to you request a return through your online account. Our Customer Team will review your request and email return instructions, including the returning address; and

(b) return your item to us in accordance with paragraph 2.3. Items returned outside their respective period will not be accepted.

2.2. Upon our receipt of your returned item, our team will then inspect your item to determine whether a refund for the item will be offered to you in accordance with this Policy. We must approve all returns prior to crediting you.

2.3. All approved returns must be:

(a) posted by you, at your cost, to us within 7 days of our acknowledgement of your request in accordance with clause 2.1(a);

(b) accompanied by the order number and your full name, address and telephone number, all of which must be clearly legible on the inside and outside of the return package;

(c) unused and in its original packaging;

(d) unwashed, unmarked, unworn and unaltered, and have all tags and protective hygiene strips attached and unaltered;

(e) undamaged and in saleable condition; and

(f) accompanied by proof of purchase and the order number,

and will be examined by us prior to crediting you.

2.4. Due to health regulations, items that are soiled, marked, worn, damaged or laundered will not be accepted. Undergarments must be worn when trying on items. In addition, the following items will not be accepted:

(a) items without their tags or protective hygiene strips attached;

(b) items that appear worn, the smell of perfume, smoke, deodorant or body odour;

(c) items that are marked or damaged in any way. This includes fake tan, deodorant or make-up.

2.5. If you return any item to us which does not comply with paragraphs 2.3 and 2.4, the item will be returned to you at your expense.

2.6. Original order delivery charges are not refundable.

3. Exclusions

3.1. We do not offer exchanges, credits or refunds under this Policy on the following products:

(a) sale or discounted items (that is, items either marked as being on sale, or as discounted);

(b) clearance items (that is, items marked as clearance, or reduced to clear); or

(c) items the subject of promotional offers.

4. Processing Times

4.1. Once the returned item has been received by us and inspected by our Customer Team, we will notify you by email if your return request has been approved or refused. We endeavour to inspect all returned items within 5 business days upon receipt of a returned item.

4.2. If your refund is approved, you will receive a refund on the purchase price (excluding original delivery charges) directly to the original method of payment used for purchase within 10 business days.

4.3. A refund can only be sent to the original payment method. If a customer no longer has access to that payment method, then they need to contact the bank or agency for the original payment method to claim the funds after the refund is sent.

4.4. Please note that refunds can take up to 3-5 business days to appear on your bank statement due to varying processing times between financial providers.

5. Customer Team

5.1. If you have any queries regarding this policy or a return, please contact our Customer Team by email at returns@sheilathelabel.com.

6. Privacy

6.1. We may collect personal information for the purpose of assessing your request under the terms of this Policy. Any personal information will be handled by us in accordance with our Privacy Policy.

7. Miscellaneous

7.1. We are not responsible for any items lost or stolen in transit, or any damage caused to the item during transit.